In the last few months many of you have supported us by completing a survey asking you how satisfied you are about the services we provide.
This was a STAR survey, which is carried out annually by all registered social landlords (RSLs) in Wales to gain a better understanding about customers’ opinions and feelings.
Almost 700 of you took part in our survey, when we asked you to reflect on how you feel about the services we provide.
We were really pleased to see your satisfaction grow in several key areas, but there are some areas of our service we need to look at more closely to increase your satisfaction moving forward.
What the results told us
Compared to our 2022 results you told us you are more satisfied about things like:
- How we manage the services we provide – 58% satisfied (up by 6%)
- Your neighbourhood as a place to live – 82% satisfied (up by 6%)
- Feeling safe and secure in your home – 80% (up by 5%)
- Opportunities to support our decision-making – 59% (up by 5%)
- Our approach to tackling anti-social behaviour – 59% satisfied (up by 3%)
- Your trust in us as a landlord – 65% satisfied (up by 2%)
- Service charges as value for money – 63% satisfied (up by 1%)
- Rent as value for money – 76% (up by 1%)
However, you are now less satisfied about:
- Our repairs service overall – 59% satisfied (down by 5%)
- The quality of your home – 69% satisfied (down by 4%)
- Our services to you overall – 68% satisfied (down by 1%)
- How we listen to you and act on what you say – 52% satisfied (down by 1%)
The full STAR survey results, together with the 2022 results for comparison, are listed below.
What happens next?
We are delving deeper into the areas where our satisfaction has dropped, and will be asking you what we can do to improve. We are also looking at what we’ve done well, to learn from our successes and do more of it.
Over the next few weeks and months we will build a series of opportunities for you to give us more insight, allow us to hear and learn from your experiences, and work together to make our services better.
Crucially, we’re launching our new Customer Excellence Strategy which puts your satisfaction at the very heart of everything we do.
This strategy will build your trust by:
- Improving our service standards
- Strengthening your voice, with more ways to work with with us
- Celebrating heart-warming moments in your life and lifting your spirits with a smile
- Tackling difficult conversation with care and compassion
And deliver bespoke and inclusive services by:
- Working with you to develop community action plans
- Removing barriers and challenges to ensure everyone is included in what we do, and how you receive services from us
- Strengthening our partnerships with other organisations to give you more support when you need it
- Actively listening to you and embracing new ideas – we work better when we work together!
We’ll also aim to improve your satisfaction by…
- Investing significantly in the quality of your homes, and prioritising our spending to ensure your home is safe, warm and dry
- Building new affordable homes to help meet demand and create more income that we can invest back into your homes
- Working with you to create thriving communities where you feel safe and happy
Natalie Taylor, Director of Customer Excellence, said:
“Our new Customer Excellence Strategy has been built around you, our customers, ensuring that everything we do has you at the very heart.
“Our priority is to ensure you have a say in the decisions that affect you, and giving you more opportunities to work with us and share your thoughts, experiences and ideas so we can be a better landlord.
“At the same time, we are investing significantly in improving your homes to ensure they are safe, warm and dry; and building new homes and communities that help make Bridgend a better place to live whilst generating more money that we can invest back into your homes.”
She added: “Your voice is so important to us. Thank you to everyone who has shared feedback with us, whether it be in this survey, or when you are talking to our colleagues – we are always here to listen.”
If you have an issue you’d like to speak to us about – whether it’s something you are happy or unhappy with – contact us on 0300 123 2100 or email TheHub@V2C.org.uk